Key Points
  • Handling complaints, concerns and feedback: learning from and improving patient experience to drive operational efficiencies
  • Getting it right the first time: increasing early resolution to reduce the strain on staff, resources and patients
  • Understanding the role of leadership and legal responsibilities in complaints handling
  • Best practices examples from NHS leaders and trusts
  • Click Here to Secure your Place


Overview

Confirmed Speakers:

  • Ian Dilks, Chair, NHS Resolution
  • Rob Behrens CBE, Parliamentary and Health Service Ombudsman
  • Dr Caroline Fryar, Head of Advisory Services, Medical Defence Union
  • Laura Yearsley, Deputy Director of Policy, NHS Resolution
  • Suzette Woodward, Consultant, Department for Health and Social Care
  • Chris Noble, Area Manager (South West Region), seAp Advocacy
  • Desa Rado, GP, NHS

    “Too often people involved in complaints, incidents and claims are not supported, and instead they potentially face disciplinary processes which can lead to a culture of fear of speaking out” NHS Resolution, 2019

    Westminster Insight’s half-day forum will explore how changing the culture, approach and ideology of NHS complaints can help to cultivate improvement across services.

    Hear from experienced leaders in complaints, including Rob Behrens CBE, Parliamentary and Health Service Ombudsman, and NHS Resolution, as they’ll offer expert advice on patient engagement and how organisations can benefit from getting it right, first time.

    Understanding how to support NHS employees through the complaints process, you’ll gain actionable strategies that can improve organisational development and achieve increased patient satisfaction. You will hear from NHS trusts on deescalating conflict and disputes, as well as valuing patients’ voices and enhancing early resolution.

    Exploring ongoing issues with the NHS Complaints process including reimbursement, compensation and cross organisational complaints, you’ll understand what is required to create excellent leaders who can handle and navigate complex complaints.

    Don't miss out on this opportunity to join colleagues from across the NHS who are working to improve organisational structures, complaints handling and patient experience.

  • Agenda
    Start

    09:00 - 09:30
    Registration, Tea and Coffee

     

    09:30 - 09:40
    Chair and Westminster Insight welcoming remarks

     

    09:40 - 10:10
    Keynote 1: Creating a Culture of Learning from Complaints to Enhance Patient Engagement

     
    • Exploring how the NHS can learn from complaints and improve the quality of care available
    • Creating a valuable relationship between the NHS and public to maintain patient satisfaction
    • Understand what patients want from making a complaint and how organisations can get it right the first time

    Speakers

    Rob Behrens CBE Parliamentary and Health Service Ombudsman

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    10:10 - 11:00
    Panel Discussion: Understanding the Impact of Complaints and Feedback on Employees who work in the NHS

     
    • Supporting NHS employees who have a complaint against them
    • Understanding the impact of complaints on staff, resources and patient care to improve organisational development
    • Developing actionable strategies to support and resolve complaints

    Speakers

    Dr Caroline Fryar Head of Advisory Services, Medical Defence Union

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    Desa Rado GP, NHS

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    11:00 - 11:30
    Case Study: Handling Complaints: Demonstrating Excellent Leadership

     
    • Equipping practitioners and clinical staff with the leadership tools to manage complaints successfully
    • Responding to complaints in the correct manner, first time
    • Developing strong leaders who can manage and monitor the complaint process smoothly

    Speakers

    Chris Noble Area Manager (South West Region), seAp Advocacy

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    11:30 - 12:00
    Networking Tea and Coffee Break

     

    12:00 - 12:30
    Case Study: Using Complaints, Concerns and Feedback to Create Patient-Centred Approach to Improve Care

     
    • Understanding how to implement feedback and concerns to create outstanding services
    • Creating and delivering outstanding services and care by including the patient voice in changes to the NHS
    • Exploring the complainant perspective to improve the handling of complex complaints

    Speakers

    Laura Griffiths Complaints Manager, Merseyside Care NHS Foundation Trust

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    12:30 - 13:00
    Panel: Overcoming Challenges in the NHS Complaints Process to Improve Patient Satisfaction

     
    • Exploring ongoing issues with the NHS Complaints process, including reimbursement, compensation and cross organisational complaints
    • Understanding the duty of candour and the legal perspective
    • Delivering good complaints response by bridging the gap between expectation and reality

    Speakers

    Suzette Woodward Consultant, Department for Health and Social Care

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    13:00 - 13:30
    Case Study: Enhancing Early Resolutions to Reduce Pressure on Staff

     
    • Improving local resolution to deescalate confliction and any disputes
    • Making early resolutions more effective to enhance patient experience

    Speakers

    Laura Yearsley Deputy Director of Policy, NHS Resolution

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    13:30 - 13:40
    Chair's Closing Remarks

     

    End

    Speakers

    Rob Behrens CBE Parliamentary and Health Service Ombudsman

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    Ian Dilks Chair, NHS Resolution

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    Dr Caroline Fryar Head of Advisory Services, Medical Defence Union

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    Chris Noble Area Manager (South West Region), seAp Advocacy

    Read profile

    Desa Rado GP, NHS

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    Suzette Woodward Consultant, Department for Health and Social Care

    Read profile


    Venue details

    Central London


    Speakers
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